Yu Zeng
Hayward,CA
Summary
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
10
10
years of professional experience
Work History
IT Support Engineer
Tencent America
Palo Alto, CA
09.2024 - Current
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Stayed abreast of latest software developments to enhance job knowledge.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Provided technical support to users by troubleshooting hardware and software issues.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained up-to-date case documentation for future reference.
- Performed routine maintenance and software updates on support tools and customer systems.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Supported customers with online billing, access, and account issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Worked with internal teams to deliver accurate information to customers and service accounts.
Vending Technician
Canteen Vending Services
Hayward, CA
12.2017 - 12.2018
- Conducted regular maintenance and repairs on vending machines
- Troubleshot technical issues and performed diagnostics to resolve problems promptly
- Maintained accurate inventory records and facilitated product restocking
- Provided exceptional customer service by responding to service calls and addressing inquiries promptly
Power Generation Equipment Technician
U.S. Army
Fort Riley, KS
02.2015 - 06.2017
- Inspected, maintained, and repaired power generation equipment such as gas turbines, diesel engines, and generators
- Troubleshoot and diagnosed electrical and mechanical issues to minimize downtime and maximize efficiency
- Conducted routine preventive maintenance tasks according to manufacturer's guidelines and standards
- Calibrated and tested power generation systems to meet safety, performance, and environmental standards
- Coordinated with maintenance team members to prioritize and address urgent repair needs
Education
in Computer Science - transfer
Ohlone College
Fremont, CA05.2024
Skills
- Technical documentation
- Customer service
- Team collaboration
- Problem solving
- Time management
- Critical thinking
- Mobile device management
- IT documentation
- Software installation
- IT asset management
- System administration
- Incident management
- Hardware diagnostics
- Service level agreements
- Help desk support
- User support
- Microsoft outlook
- Verbal and written communication
Languages
Mandarin
Languages
Chinese (Mandarin)
Native/ Bilingual
Timeline
IT Support Engineer
Tencent America
09.2024 - Current
Vending Technician
Canteen Vending Services
12.2017 - 12.2018
Power Generation Equipment Technician
U.S. Army
02.2015 - 06.2017
in Computer Science - transfer
Ohlone College
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